The Challenge
The home care service company, which receives patient referrals from physicians, was spending a significant amount of time and resources on a manual pre-admission and intake process. Human agents were required to make hundreds of calls daily to new patients to validate critical information such as date of birth, address, and insurance details. Each of these calls took an average of 20 minutes, a process that was not only time-consuming but also a major bottleneck in admitting new patients. This manual process limited the company's ability to scale, negatively impacted staff morale, and restricted overall revenue growth.
The Solution
The company partnered with Fluents AI to integrate an AI voice agent directly into its CRM system (MatrixCare/Skywell). The new process works as follows:
- Automated Outreach: Once a patient referral is entered into the CRM, the Fluents AI agent automatically places a call to the patient.
- Information Gathering: The AI agent handles the entire 20-minute conversation, collecting and validating all necessary pre-admission information.
- Seamless Integration: All the data collected by the AI agent is automatically and accurately fed back into the company's CRM, eliminating the need for manual data entry.
The Results
Since implementing Fluents AI's platform, the home care service company has seen remarkable results, transforming its operations and financial performance:
- Massive Cost Savings: The company is now saving between $200,000 and $300,000 per year by automating the intake process.
- Increased Efficiency and Scale: The AI agent handles approximately 150 pre-admission calls daily, a task that would require a large team of human agents. This has dramatically improved the rate and speed of patient admissions.
- Improved Patient Reach: By removing the human-based bottleneck, the company can now call back a significantly higher number of patients, ensuring no referral is missed.
- Enhanced Staff Morale: Employees are no longer tied to repetitive and time-consuming intake calls. They are now free to focus on more complex tasks, leading to a large increase in overall staff happiness.
- Streamlined Revenue: The faster and more efficient intake process has a direct positive impact on the company's revenue stream.
Future Outlook
Based on the success of the patient intake automation, the home care service company is already in discussions to expand its use of Fluents AI. They plan to implement the voice platform for other critical functions, including appointment booking and patient surveys, further streamlining their operations and enhancing the patient experience.
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Frequently Asked Questions
Find answers to common questions about this case study.
Their patient intake process was extremely slow and labor-intensive. Human agents spent an average of 20 minutes on each pre-admission call, which created a bottleneck that delayed patient admissions and strained staff resources.
Fluents.ai's voice agent was integrated directly into their CRM to automate the entire 20-minute pre-admission call. The AI collected and validated all necessary patient information and fed it back into the CRM, eliminating manual work.
The company achieved massive cost savings of $200,000 to $300,000 annually. The AI efficiently handled 150 calls daily, increasing the speed of patient admissions, improving patient reach, and significantly boosting staff morale.